By: Filip Gauffin
The purpose of this report was to find the effect of using varying average service-times depending on the agents skill for different types of calls in a multi-skill call center. Given a modell for distributing calls to agents a call center is simulated for different average service-times. The purpose was to determine the effect of introducing varying service-times and if introducing multiple skills always leads to better performance. The simulations showed that when introducing more skills than one, the result became better. However it also showed that there is a clear boundary when the effectiveness started to get worse by introducing yet another skill. Best result was achieved by using two skill for almost all simulations where the exceptions where using three skills.